Helpdesk Administrator

MEGA International is a medium-sized, independent software company with a global leadership position, thanks to our employees’ talent and our strong relationships with 700+ Customers across the globe. We operate in over 40 countries, developing and marketing software solutions to help Customers improve their business and IT agility for rapid innovation in the digital world. Our software solutions, which bring together industry-leading practices in enterprise architecture (EA), IT portfolio management (ITPM), business process analysis (BPA), and governance, risk, and compliance (GRC), provide the visibility and tools companies need to navigate change and improve decision-making, with a sharp focus on their business needs.

To support the development of our new HOPEX Cloud Extended Services, we are looking for an experienced and talented Helpdesk Administrator based in Casablanca.

As a Helpdesk Administrator, your primary function will be to support ad-hoc user requests to enable them to ease their utilization of the HOPEX solutions and resolve any potential issues. Your secondary function will be to maintain the HOPEX environment and repository contents, to ensure it is kept in working order and fit for purpose. 

MANAGE CUSTOMER REQUESTS AND ENSURE THEIR SATISFACTION

  • Be the primary point of contact for HOPEX users 
  • Maintain new and existing users and manage HOPEX profiles 
  • Manage security of information stored within and exported from HOPEX
  • Coordinate within the different MEGA functions (MEGA Technical Support team and MEGA Cloud Services team) to promptly resolve issues found with HOPEX content 
  • Monitor the global quality of the service 

PROFILE & SKILLS

  • Fluent in English (written and spoken) is an absolute requirement 
  • Experience in working with operational teams 
  • Customer service oriented 
  • Demonstrated experience with non-technical users 
  • 1 or 2 years relevant experience in the previously mentioned domain
  • Experience in working with business process tools 
  • Overall technical understanding of HOPEX like solutions 
  • IT bachelor’s degree 
  • Experience in IT helpdesk management 

WORKING ENVIRONMENT

  • Based in Casablanca office

EXPECTED PERSONAL AND INTERPERSONAL SKILLS

  • Strong analytical skills 
  • Excellent planning, prioritization and organization skills 
  • Strong administrative skills 
  • Customer service oriented 

Proven experience of working in a global organization.

To apply, please submit a copy of your resume to career.fr@mega.com